Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. However, if the defect escaped and reached a customer, it could cost upwards of $25,000—a number that could be dramatically higher if it occurred on a critical account.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

ClearAction

NOVEMBER 13, 2014

The marketing operations (MO) function has emerged due to the need for a more transparent, efficient, and accountable view of marketing. The 2006 IDC CMO Technology Benchmark Study found that the headcount allocated to MO was about 2.5%. By the end of the 2011, the allocation of marketing operations staff had more than doubled to 5.3%.

Marketing 62

Marketing Finance Benchmark Government 62

Answer Dash

OCTOBER 15, 2018

The marketing technology ecosystem has exploded in the last decade, ballooning from about 150 martech companies in 2011 to roughly 7,000 today. Demand generation has traditionally focused on looking beyond existing accounts and finding new prospects.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Nicereply

MARCH 23, 2023

Typically the onus to renew a customer is on account or success managers, but all aspects of the customer journey contribute to retention. Clay Telfer , a Customer Success Executive who’s built and led Success functions since 2011, wanted to explore how different retention strategies could work.

Customer retention 52

Customer retention B2B B2C Benchmark 52

Comm100

NOVEMBER 13, 2022

This includes basic customer demographic details such as geographic location and account information but can also reveal much more. Compared to more lengthy phone waits, Comm100’s benchmark score for live chat wait times in 2021 was just 36 seconds. Founded: 2011. Features include ticket automation and custom dashboards.

Customer Service 97

Customer Service Chatbots Best practices Surveys 97

delighted

APRIL 19, 2019

Developed in 2011, Customer Effort Score (CES) measures the ease of a customer’s experience with the statement: [Company] made it easy for me to handle my issue. With our Projects feature, you can manage multiple types of surveys (relationship or transactional) all from one account interface. Transactional CES surveys.

Surveys 60

Surveys Customer Experience Feedback Metrics 60

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98